Steven Gray
Tomball,TX
Summary
Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.
Overview
20
20
years of professional experience
Work History
Net Engineering Contractor
Visium Resources Inc
541 South Orlando Ave Ste 201, Mitland, FL 32751
08.2021 - Current
- Worked on Spectralink Upgrade
- replaced network Switches and Cables from Brocade to Aruba for Network Upgrade
- Replaced desk phones with new Cisco Desk phones
- Upgraded and loaded Configurations on new Aruba Switches.
Merchandise Supplier Team
Lowes Home Improvement Stores
Tomball, TX
03.2021 - 08.2021
- Assisted in gathering and moving materials and equipment for assigned displays.
- Printed labels and tags for for-sale merchandise.
- Stocked shelves with merchandise
- Made sure shelves were clean and displays are presentable
Supervisor
CWT
Houston, TX
01.2012 - 12.2020
- Process Monthly reports for clients.
- Monitor Agents to assure Quality Customer Service.
- Manage 9 different accounts totaling 29 employees.
- Assist customer service team with complaints and Debit Memos.
Corporate Travel Counselor
CWT
Houston, TX
01.2009 - 01.2012
- Book and ticket International and domestic travel.
- Insure lowest rates are offered.
- Monitor reservations to guarantee ticketing time limits are met.
- Assist with reconciling car and hotel billing.
Operations Coordinator
CWT
Houston, TX
01.2008 - 01.2009
- Monitor Call and task Volumes.
- Adjust Counselors to maintain client specified requirements.
- Manage Counselors work schedules.
- Schedule Counselor meetings while maintaining call volumes.
- Ran daily, weekly and monthly reports and schedules.
Concierge Travel Counselor
CWT
Houston, TX
01.2005 - 01.2008
- Book and ticket international and domestic travel.
- Work emails sent to the concierge in box.
- Check on upgrades and preferred seating.
- Set up tasks to follow up on bookings to guarantee quality.
Education
No Degree - Computer Aided Design Drafting
Cameron University
Lawton, OKDuncan High School
Duncan05.1988
Skills
- Working knowledge of Cisco Call Manager
- SMACM
- SecureCRT knowledge
- Quality assurance control
- Providing customer support
- Technical troubleshooting
- Communicating with clients
- Goal-oriented
- Issue and conflict resolution
Accomplishments
Worked on an implementation team for Leave Without Pay Initiative to save over $100,000.
Timeline
Net Engineering Contractor
Visium Resources Inc
08.2021 - Current
Merchandise Supplier Team
Lowes Home Improvement Stores
03.2021 - 08.2021
Supervisor
CWT
01.2012 - 12.2020
Corporate Travel Counselor
CWT
01.2009 - 01.2012
Operations Coordinator
CWT
01.2008 - 01.2009
Concierge Travel Counselor
CWT
01.2005 - 01.2008
No Degree - Computer Aided Design Drafting
Cameron University
Duncan High School